Manager, Product Management - US Card Customer Servicing Platforms
About The Position
Capital One is hiring Product Managers for multiple specialized teams within US Card Customer Services & Strategy. These teams build technology-led, data-driven products designed to deliver personalized customer experiences at scale. The role involves leading mission-critical platforms that support customer interactions, servicing data, and agent tools, with a focus on scalable, well-managed solutions. Depending on the team, the position may focus on the Customer Assist platform, which powers intelligent customer interactions and is evolving toward AI-enabled, agentic self-service; the Card IVR platform, which serves as the first point of contact for callers and is moving toward intent-based routing and natural language processing; or the Correspondence Platform, which connects production data products across Capital One’s ecosystem and improves card production systems, reconciliation, and self-healing controls. Product Managers are expected to apply Capital One’s Product Framework: understand internal and external customer needs, focus on business outcomes and execution, use technology to create resilient solutions, solve complex problems while mitigating risks, and lead cross-functional teams toward organizational alignment. This is a hybrid role requiring compliance with Capital One’s policy for on-site attendance at the designated office location.
Requirements
- Currently has, or is in the process of obtaining, a bachelor's or master's degree in a quantitative field, Business, or Marketing, with the required degree expected to be obtained on or before the scheduled start date; alternatively, has a bachelor's degree in any field and at least 3 years of Product Management experience.
- A quantitative field may include Statistics, Economics, Operations Research, Analytics, Mathematics, Computer Science, Computer Engineering, Software Engineering, Mechanical Engineering, Information Systems, or a related quantitative field.
- Must be authorized to work without new employment authorization sponsorship or other immigration-related employer support.
Nice To Haves
- Experience translating business strategy and analysis into consumer-facing digital products.
Responsibilities
- Lead product work for a specialized US Card customer servicing platform, with team assignment across Customer Assist, Card IVR, or Correspondence Platform.
- For Customer Assist, define the future of AI-enabled customer interactions and align roadmaps with Live Agent Chat and Eno teams.
- For Customer Assist, use data-driven and test-and-learn approaches while navigating ambiguity and complex cross-functional dependencies.
- For Card IVR, transform the customer phone experience through an AI-driven conversational platform, including intent-based routing and natural language processing.
- For Correspondence Platform, work with Data Analysts, Correspondence Product teams, and platform tenants to understand production data needs and develop strategies for connecting data products across the Capital One ecosystem.
- For Correspondence Platform, drive improvements to the UPC production system, including reconciliation, self-healing controls, and well-managed in-house card production.
- Identify and resolve complex problems, mitigate product risks, and deliver customer and business outcomes.
- Lead cross-functional teams and drive organizational alignment.
Benefits
- Comprehensive health, financial, and other benefits supporting total well-being.
- Eligible for performance-based incentive compensation, which may include cash bonuses and/or long-term incentives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
